TERMS AND CONDITIONS
CUSTOMER COMPLAINTS POLICY
Our primary goal is to ensure your complete satisfaction with the services we provide. As a professional establishment, we uphold the highest standards in all aspects of our operations. While complaints are infrequent, we approach them with utmost seriousness.
To address any concerns, we have established a comprehensive complaints policy and process, designed to rectify issues promptly and glean valuable insights from your feedback.
PROCEDURE
If you find yourself dissatisfied with the service received, whether during your time in the salon or shortly after leaving, kindly communicate your concerns calmly and clearly.
We value your input and will attentively listen, posing questions if necessary, to fully comprehend the reasons behind your complaint.
Our commitment is to resolve all complaints within a timeframe of eight weeks.
If you have already departed our salon please efrain from seeking services elsewhere, as we need the opportunity to assess the service or treatment you received. We will coordinate a suitable time for you to revisit our establishment, ensuring a private discussion to address your complaint.
Should we deem your complaint reasonable, we are prepared to redo either a portion or the entirety of the service or treatment at no additional cost, striving to schedule the redo at the earliest convenience.
If you prefer, a different stylist may perform the redo, though availability may vary for self-employed individuals.
In cases where resolution proves elusive, we may extend an offer for a partial or full refund, contingent upon our assessment of the validity of your complaint. We aim to handle each complaint judiciously and find a fair resolution that meets your expectations.
Thank you for entrusting us with your feedback; it serves as an invaluable tool in our ongoing commitment to excellence.
Booking Confirmation and Card Details
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Clients will be required to enter valid credit/debit card details at the time of booking an appointment.
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This information will be securely stored in our system and will only be charged according to the terms outlined below
No-Show Policy
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A 50% fee will be charged for clients who do not show up for their scheduled appointment without providing any prior notice.
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This fee will be automatically charged to the card on file.
Late Cancellation Policy
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A 30% fee will be charged for appointments cancelled with less than 24 hours notice.
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This fee will be automatically charged to the card on file.
Cancellations & Rescheduling
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Clients are encouraged to provide as much notice as possible when cancelling or rescheduling appointments.
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Appointments can be cancelled or rescheduled without incurring any fees if done at least 24 hours before the scheduled time.
Refund Policy
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Refunds for fees charged under the No-Show or Late Cancellation policies will not be provided.
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In case of exceptional circumstances, clients may contact Khartoum Salon management for review.
Card Authorisation
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By providing your card details, you authorise Khartoum House Hair Salon to charge the applicable feed as per this payment policy.
By booking an appointment with Khartoum House Hair Salon, you agree to comply with and be bound by the terms of this payment policy.
Thank you for your understanding and cooperation.